Anannya Guha Roy
Guha
Kuala Lumpur,Selangor
Summary
Collaborative leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
Work History
Operational Excellence Manager
Accenture Technology Solutions Sdn Bhd Malaysia
Kuala Lumpur
11.2017 - Current
- Handling deals worth of $ 3 Billion with business across countries (ASEAN and LATAM) – providing effort saving of 2.5 Mn
- Productivity Effort savings worth of 100+ FTE per year
- Drive Operation Maturity and establishing brilliant basics
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate
Business Consultant
Tech Mahindra Limited
Hyderabad
07.2016 - 10.2017
- Consulting project done for 52 weeks creating revenue inflow of $1.2 Mn
- Proposal creation for clients across domain - Telecom, Omni-channel client communication, F&A and Service Desk
- Strategic plan defined and created regarding opportunities identified, resource allocation and new recruits
- Business Development plan formulated to generate lead through value propositions
- Oversee development of proposals, bids, quotations, or other documents describing organizational products and services in response to requests from prospective clients (RFP, RFQ, RFI, Carve out)
- Collaborates with members of sales, marketing, finance, legal, or product teams to ensure content is complete, accurate, and timely
Process Excellence Team Manager
Cognizant Technology Services
Hyderabad
02.2015 - 06.2016
- Supported as performance excellence manager to BFSI mortgage processes
- Process improvements, Executing Business Strategies & Change Management using Lean and Six Sigma Framework
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- GB training facilitator with score of 4.5 out of 5
Quality Management Manager
Karvy Computershare, UTI
Hyderabad
06.2014 - 01.2015
- Worked alongside training team to setup templates for email help desk team
- Setup process of Customer Satisfaction survey for entire UTI unit improving CSAT score from 82% to 95%
- Provide regular feedback and coaching to quality coaches for effective call quality maintenance. Call quality improvement from 76% to 90%
- Trained all Subject Matter Expert from different work unit on BPM and Six Sigma Basic
- Have spearheaded enterprise wide initiative of designing, collating and analyzing Investor feedback survey.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns
- Collected samples during production and tested randomly to determine in-process product quality
Team Developer - Quality
BA Continuum India Pvt. Ltd
Hyderabad
07.2008 - 05.2014
- Ensuring Service Portfolio is maintained and up-to-date with any recent changes
- Engaging with Delivery on Service Level Management
- Conducting Project Management Reviews & internal Process Audits across Delivery
- Conducted Steering committee calls and Monthly review meetings with stakeholders
- Responsible for TAT and Service Level Agreement of Service Chat (Consumer Banking)
- Handling and Resolving Various Escalations & Observations from Line of Business
- Skilled at working independently and collaboratively in a team environment
- Gained extensive knowledge in data entry, analysis and reporting
Senior Associate
Wipro BPO, HP
Kolkata
02.2005 - 07.2007
- Technical support associate supported HP clients through call support
- Supported as QA for HP 5M process
- Resolve Technical queries of external customers on all-in-one printers and desktops over phone
- Take escalation calls for new joiners
- Process quality audit
- Call barging
- Trained and supported new team members, maintaining culture of collaboration
- Identified customer needs and wants to enhance customer experiences and boost sales
- Trained and mentored junior staff on customer service strategies and techniques
- Greeted customers and offered assistance for increased customer satisfaction
Education
Post Graduate Program On Business Analysis - Analytics
Purdue University
Online 05.2021 - 10.2023
MBA - Strategic Management
Indian Institute of Management
India 06.2017 - 07.2018
Lean Six Sigma Black Belt - Six Sigma
Var Sigma Institute
India 05.2017 - 05.2017
Six Sigma Green Belt - Six Sigma
Indian Statistical Institute
India 12.2012 - 12.2012
Bachelor of Arts - Art History
Calcutta University
India 07.2001 - 06.2004
Skills
Process Analysis and Improvement
Analytical and Problem Solving skill
Strategic Planning and Execution
Performance Measurement and Metrics
Six Sigma and Lean Methodologies
Communication and Stakeholder Management
Program and Project Management
Innovation and Creativity
Data Analytics and Visualization
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Post Graduate Program On Business Analysis - Analytics
Purdue University
05.2021 - 10.2023
Operational Excellence Manager
Accenture Technology Solutions Sdn Bhd Malaysia
11.2017 - Current
MBA - Strategic Management
Indian Institute of Management
06.2017 - 07.2018
Lean Six Sigma Black Belt - Six Sigma
Var Sigma Institute
05.2017 - 05.2017
Business Consultant
Tech Mahindra Limited
07.2016 - 10.2017
Process Excellence Team Manager
Cognizant Technology Services
02.2015 - 06.2016
Quality Management Manager
Karvy Computershare, UTI
06.2014 - 01.2015
Six Sigma Green Belt - Six Sigma
Indian Statistical Institute
12.2012 - 12.2012
Team Developer - Quality
BA Continuum India Pvt. Ltd
07.2008 - 05.2014
Senior Associate
Wipro BPO, HP
02.2005 - 07.2007
Bachelor of Arts - Art History
Calcutta University
07.2001 - 06.2004